The Customer Success Manager is responsible for building a relationship with the client, gaining knowledge of their business, and understanding their project goals and objectives. They are focused on ensuring the success of the project, and are not solely focused on the process of managing the team.
The Customer Success Manager must be capable of managing a team effectively to ensure that the project is delivered within the parameters of time, cost, and quality. They will facilitate the development of the solution or product, and support the client throughout the delivery process to ensure the full engagement of business stakeholders.
This role is of particular significance for complex projects or enterprise transformation programs that may present numerous challenges and dependencies. The Customer Success Manager will need to navigate and support the VRP delivery team in addressing these challenges while ensuring the success of the project. In summary, the Customer Success Manager position involves a customer-focused approach to consulting engagements, with a strong emphasis on managing teams and facilitating successful project delivery.
Responsibilities:
- Ownership of 8-10 accounts,
- Working closely with sales and delivery teams
- Building relationships and understanding of client business, objectives, and roadmaps
- Proactively look for opportunities to expand the business with the client and increase revenue
- Customer retention & renewal
- CRS + extension SOWs (within rate card and commercial parameters)
- Salesforce Opportunity pipeline mgmt
- Escalation path from client or Delivery Manager / Project Manager
- Client account planning and Quarterly Business Reviews
- Approving SF customer stories and VRP case studies
- Requesting CSATs (by logging projects in the SF partner portal)
- Maintain customers as active references
- Invoice approvals
- Unbilled time/investment requests
- Project expenses and resourcing approvals
- Account status and milestone monitoring
- 5+ years as an account manager within product or services consulting
- High level knowledge of the Salesforce platform and how customers get benefit from the Salesforce - is essential
- Demonstrable ability to manage and grow enterprise accounts
- Achievement and success-driven personality
- Comfortable building relationships with C-level stakeholders and Salesforce AEs
- Great customer facing skills with ability to build and nurture relationships
- 6% salary contribution towards your 401K (no matching)
- 15 days paid vacation per annum
- Choice of GHI cover (VRP will pay up to $1,000 total contribution a month of GHI cover costs, which includes the cost of employee cover)
- 5 days paid sick days per annum
Please Note: We hire all our permanent staff in the US through an Employer Of the Record company. This means our employees will sign a local employment contract with the EOR, and they will be the legal local employer. However, they will be the representative of VRP Consulting, and their day-to-day role will be directed by VRP Consulting.
